Last updated: March 18, 2026
These Terms of Service ("Terms") govern your use of the LUMA application ("Service"), operated by LUMA ("we," "us," or "our"). By installing or using LUMA through the Shopify App Store, you ("Merchant," "you") agree to be bound by these Terms.
These Terms are in addition to, and do not replace, the Shopify Partner Program Agreement and the Shopify API License and Terms of Use.
LUMA is an AI-powered customer service automation tool for Shopify merchants. The Service provides:
You must have an active Shopify store and be authorized to install applications on that store. By installing LUMA, you represent that you have the authority to bind your business to these Terms.
LUMA is distributed through the Shopify App Store. Installation, billing, and subscription management are handled through Shopify's platform. You agree to Shopify's Terms of Service in addition to these Terms.
To use Instagram DM automation, you must connect an Instagram Business or Creator account that you own or are authorized to manage. You are responsible for ensuring compliance with Meta's Platform Terms and Instagram's Community Guidelines when using LUMA's automated messaging features.
LUMA offers multiple subscription tiers (Free, Starter, Pro) with varying conversation limits and features. Current pricing and plan details are displayed on our website and within the Shopify App Store listing.
All billing is processed through Shopify's billing system. Subscription fees are charged to your Shopify account on a recurring monthly basis. You can manage your subscription through the Shopify admin.
The Free tier provides limited daily AI conversations at no cost. We reserve the right to modify free tier limits with 30 days' notice.
Refunds are handled in accordance with Shopify's App Store refund policies. If you are dissatisfied with the Service, you may uninstall at any time.
As a Merchant using LUMA, you agree to:
LUMA uses artificial intelligence to generate customer responses. While we strive for accuracy, AI-generated responses may occasionally contain errors, inaccuracies, or responses that do not perfectly reflect your brand voice or policies.
You are ultimately responsible for the customer communications sent from your business accounts. LUMA provides tools for monitoring, customizing, and overriding AI responses. We strongly recommend regularly reviewing automated interactions.
LUMA includes confidence-based escalation to route uncertain inquiries to your team. This feature is designed to reduce errors, but does not eliminate the need for human oversight.
Your use of LUMA is subject to our Privacy Policy, which describes how we collect, use, and protect your data. Key points:
LUMA, including its software, algorithms, design, branding, and documentation, is our intellectual property. These Terms grant you a limited, non-exclusive, non-transferable license to use the Service for your Shopify store during your active subscription.
You retain all rights to your store data, product information, customer communications, and custom configurations. We claim no ownership over your content.
If you provide suggestions, feature requests, or other feedback, we may use it to improve the Service without obligation or compensation to you.
We strive to maintain high availability but do not guarantee 100% uptime. The Service depends on third-party infrastructure (Shopify API, Instagram API, AI providers) that may experience outages beyond our control.
We may perform scheduled maintenance that temporarily affects Service availability. We will provide advance notice for planned maintenance when possible.
LUMA depends on Shopify and Meta/Instagram APIs. Changes, deprecations, or outages to these APIs may affect LUMA's functionality. We will make reasonable efforts to adapt to API changes promptly.
TO THE MAXIMUM EXTENT PERMITTED BY LAW:
You agree to indemnify and hold harmless LUMA, its officers, directors, and employees from any claims, damages, or expenses arising from: (a) your use of the Service, (b) your violation of these Terms, (c) your violation of any third-party rights, or (d) content or communications sent through your accounts using LUMA.
You may terminate your use of LUMA at any time by uninstalling the app from your Shopify store. Upon uninstallation, your subscription will be cancelled and your data will be deleted in accordance with our Privacy Policy.
We may suspend or terminate your access to LUMA if: (a) you violate these Terms, (b) you violate Shopify's or Meta's policies in a way that affects our service, (c) your account is delinquent on payments, or (d) continued service would expose us to legal liability. We will provide notice and an opportunity to cure where reasonable.
Upon termination, your license to use the Service ends immediately. Sections 7, 9, 10, and 13 survive termination.
We may modify these Terms at any time. We will notify you of material changes via email or through the LUMA dashboard at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance. If you do not agree with modified Terms, you may uninstall LUMA before they take effect.
These Terms are governed by the laws of [Your Jurisdiction], without regard to conflict of law principles. Any disputes arising from these Terms or the Service shall be resolved through binding arbitration in [Your Jurisdiction], except that either party may seek injunctive relief in a court of competent jurisdiction.
LUMA operates in compliance with the Shopify Partner Program Agreement (as updated February 27, 2026) and the Shopify API License and Terms of Use. In the event of a conflict between these Terms and Shopify's terms, Shopify's terms shall prevail with respect to Shopify platform matters.
LUMA's Instagram integration operates in compliance with Meta Platform Terms and Instagram API Terms of Use. You acknowledge that Meta may modify, restrict, or revoke API access at any time, which may affect LUMA's Instagram DM functionality.
For questions about these Terms:
These Terms of Service comply with: Shopify Partner Program Agreement (updated Feb 27, 2026), Shopify API License and Terms of Use, Meta Platform Terms, and applicable consumer protection laws.